Incident Report Number: 2015-027

Some Lab and Classroom Computers, North Campus

Ticket Number: INC0038339
Problem Number: PRB0010132
Major Incident Number: MIR0001082
What happened?

Computers in some Smart classrooms and labs experienced an issue.

 

Who was affected?

Some Windows Smart classrooms and labs managed by IST in the General Services Building (GSB) zone were potentially affected. The specific locations were:

  • Centennial Centre for Interdisciplinary Science (CCIS)

    • 1160

  • Engineering Teaching and Learning Complex

    • 1001, 1018

  • Knowledge Common, Cameron Library

    • B-05

  • Van Vliet Complex

    • 2210, 2215
What was the impact?

The affected computers were unusable for users in the specified locations.

What was the timeline of the incident?

Start: 2015/11/06 08:55 - Users began reporting workstations in some Smart classrooms were not booting into Windows. IST analysts began investigating.

2015/11/06 09:15 - IT support determined that services had hung on the image servers. The hung services were restarted to restore service.

End: 2015/11/06 09:30 - Service was confirmed restored.

What was the root cause of the incident?

Servers providing Operating System (OS) images to the GSB classroom zone computers became unstable and experienced errors.

What was the work around and resolution for the incident?
Work Around

Temporary laptops were provided for use in classrooms where requested.



Resolution

Service was restored after some services were restarted on the affected servers which cleared the errors.

What are any recommendations to prevent this incident from occurring again?
  • Configuration changes were made to the servers to automatically restart services if errors reoccurred.
Updates

Not applicable.